Authorization declined

I've been with Medshield for a couple of years now, and I have not experienced any problems with it, until recently. I submitted a request for authorization to have a procedure done. Two of my doctors provided motivation letters indicating that the procedure is a medical necessity. Medshield even requested additional, SENSITIVE information, which I did provide. Two consultants I had spoken to on two different occasions did notify me that the medical advisor did confirm that I meet the criteria to have the procedure done. However, Medshield came back with a decline, stating that it is a scheme rule exclusion. Why was the SENSITIVE, additional information requested by Medshield in the first place if indeed it is a scheme exclusion? What of the medical information provided by my doctors? Why was my application reviewed by the medical advisor if this is an exclusion, on top of that the medical advisors findings are not even taken into account! I had also been notified by the consultants that my procedure can be covered by Medshield if I provide information indicating that this is a medical necessity. The pain I endure on a daily basis is horrific, meanwhile I have medical aid......